Head of Quality

EXL; Wes-Kaap; On-site; ZAR 2,619,000 - 3,928,000; Full time

Job summary

EXL is seeking a strategic Head of Quality AVP to lead the end-to-end quality function across Insurance client portfolios. The role focuses on governance, standardization, and performance excellence, embedding Lean and Six Sigma to drive measurable improvements.

You will partner with leadership to enhance CX outcomes and support quality-led growth. As a senior leader, you will manage budgets, allocate resources, and ensure regulatory alignment while delivering data-driven insights and risk

Qualifications

• Minimum 18 months in the current role or assignment, preferably with support/leadership.
• 3+ years direct team management experience with demonstrated success and financial results.
• 5+ years business/operations experience with at least 2-3 years in BPO.
• 3+ years quality experience - Six Sigma & Lean tools and methodologies, with process improvements and project execution.

Responsibilities

• Lead and inspire a high-performing Quality function (Managers, Sr. Managers, LAMs & AMs).
• Drive quality assurance, governance, and compliance across all processes and clients.
• Embed Lean, Six Sigma, and process excellence methodologies to unlock performance improvements.
• Deliver data-driven insights, identify risks, and implement transformation initiatives.
• Partner with leadership and clients to enhance service delivery, standardization, and CX outcomes.
• Contribute to business growth through quality-led inputs in RFPs, RFIs, and solutioning.
• Ensure alignment with ISO standards, internal policy, and regulatory requirements.
• Manage resource planning, budgeting, and capability development for the vertical.

Skills

Team management

Quality leadership

Operational excellence

Stakeholder management

Lean Six Sigma

Process improvement

Client engagement

Budgeting

Job description

EXL VACANCY: Quality Assistant Vice President | Head of Quality – Insurance (BPO) - UK P&C

Ready to redefine Quality at scale? This is your moment.

At EXL, we don’t just deliver services—we drive transformation, innovation, and measurable impact for global insurance clients. As we elevate our Quality ecosystem, we are on the hunt for a dynamic, visionary leader to take on a pivotal role as Head of Quality (AVP) within our Insurance vertical.

This is more than a role—this is a strategic leadership mandate to shape the future of Quality Excellence across our organization.

Why this role matters

As the Quality AVP, you will lead the end‑to‑end Quality function—driving governance, standardization, and performance excellence across multiple client portfolios within Insurance.

You will influence business outcomes by embedding robust quality frameworks, championing continuous improvement, and ensuring exceptional delivery against client KPIs and customer experience benchmarks.

What you’ll own

• Lead and inspire a high-performing Quality function (Managers, Sr. Managers, LAMs & AMs)
• Drive quality assurance, governance, and compliance across all processes and clients
• Embed Lean, Six Sigma, and process excellence methodologies to unlock performance improvements
• Deliver data-driven insights, identify risks, and implement transformation initiatives
• Partner with leadership and clients to enhance service delivery, standardization, and CX outcomes
• Contribute to business growth through quality-led inputs in RFPs, RFIs, and solutioning
• Ensure alignment with ISO standards, internal policy, and regulatory requirements
• Manage resource planning, budgeting, and capability development for the vertical

What we’re looking for

• A strategic, forward-thinking leader with strong BPO and Insurance domain expertise
• Proven experience in leading large-scale Quality or Operational Excellence teams
• Strong command of quality frameworks, governance, and continuous improvement practices
• Demonstrated success in driving measurable business impact and financial outcomes
• Expertise in Lean/Six Sigma methodologies and transformation initiatives
• Exceptional stakeholder management and client engagement capabilities

What sets you apart

You bring the ability to influence at scale, build high-performance cultures, and position Quality as a strategic business enabler.

Why EXL?

• Be part of a globally recognized, fast-growing organization
• Lead impactful transformation initiatives across world-class clients
• Work with a culture that values innovation, excellence, and continuous growth
• Step into a role where your leadership will directly shape the future of Quality Excellence

Qualifications:

• -Minimum 18 months in the current role/assignment, preferable with support/leadership role
• -Must have 3+ years of direct team management experience with demonstrated success and financial results
• -Must have 5+ years business/operations experience with at least 2-3 years of relevant experience in BPO
• -Must have 3+ years quality experience - Six sigma & Lean tools and methodologies, Process improvements and project execution